Quality Management System Resolution of Complaints QP9

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Quality Management SystemResolution of
Complaints QP-9
Quality
Prepared by CPHST Quality Management
Unit August 2006
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Purpose

• This Procedure describes the process for the
  resolution of complaints received from customers

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Scope

• This procedure applies
• to all customer complaints
• received by CPHST

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Who receives customer complaints?

• Customer complaints may be received by either
  the CPHST Directors office or by Laboratory
  Directors located at the CPHST laboratories.

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Now what?

• Customer complaints received by the CPHST
  Directors office will be documented on Form 9-1,
  Resolution of Complaints and will be forwarded
  to CPHST Senior Management or Laboratory
  Directors for the appropriate action. A copy of
  the Form 9-1 will be sent to the CPHST QMU for
  archiving.

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Initial Investigation of Complaints

• An initial investigation will be conducted to
  evaluate the complaint. The results of the
  initial investigation will be recorded on Form
  9-1 and will document one of the following
  outcomes
• Initiation of Corrective Action
• Initiation of Report of Nonconforming Work
• Initiation of Preventative Action

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Customer Notification

• The customer is notified verbally or through
  e-mail communication if the investigation
  indicates the complaint was not valid. All
  customer notifications will be recorded on Form
  9-1 and when appropriate, documentation of the
  notification is attached to the form. All
  documentation supporting the resolution of
  complaint will be forwarded to the CPHST QMU for
  archiving.

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Questions or Comments

• Please Contact CPHST Quality Management Unit
• John Gallagher, CPHST Director of Quality
  Management
• [phone]
• john.b.gallagher_at_aphis.usda.gov
• Or
• Kathy Burch, CPHST Senior Quality Auditor
• [phone] or [phone]
• katherine.j.burch_at_aphis.usda.gov